My experience with Fitbit Versa 2 and the Customer Service

[Silversinker]

I have had my Versa 2 for a little over a week.  Yesterday it stopped working.  I tried the various remedies on your website, but nothing worked.😞

It would find my WiFi, but not remember it, so couldn’t download anything, but suggested Bluetooth.  This seemed to work until it got to 9-10% where it dropped the connection and started again.  Same result.

Phoned helpline tried their options.  Now the watch is not recognized by either my phone or laptop.

On-line chat can’t resolve either, so operative offers replacement.

However, it is going to take 3-4 days to get a repair label out to me, and must return my watch before they will send a replacement.

Terrible service.😠

Further, why are we having to rely on either WiFi or Bluetooth to upgrade.  Surely the best, quickest and most reliable option would be via USB?

Moderator Edit: Clarified subject

[MarreFitbit]

Hello there, @Silversinker. Welcome to the Community Forums. Thanks for the details provided in your post about the issue with your Versa 2. We‘re taking your comments and sentiments in regards to our products and services into consideration.

If our Support Team has determined that you need a replacement, that would be the best way to go as they've exhausted all possible troubleshooting steps in to solve this issue. 

Nevertheless, while you wait for your label and replacement, I'd like to offer some additional steps to see if perhaps your Versa 2 may connect to Wi-Fi. 

With that being said, may I know the model of your mobile phone? Please make sure it meets the requirements listed here.

If your mobile phone meets the requirements, please try the steps below:

1. Remove the Versa 2 from your phone's Bluetooth settings and in the Fitbit app.
2. Restart your Versa 2.
3. Turn off other Bluetooth connections when not in use.
4. Plug it into the charging cable and open the Fitbit app.
5. Set up your Versa 2.

If your Versa 2 refuses to connect to Wi-Fi, please see Why won't my Fitbit watch connect to Wi-Fi?

Hope that helps. 

[Silversinker]

Hi,



Thanks for the suggestions, but all those were tried by your tech support
assistant and nothing worked, hence the offer of a replacement.



That does not detract from the fact that it will take 3-4 days for a return
label to arrive before I can return the faulty device on receipt of which
you will supply a replacement.



Most organisations I have had dealings with would send out the replacement
with the returns label, ensuring that the customer was without their goods
for the minimum time possible.



Regards,

[MarreFitbit · Accepted solution]

@Silversinker I understand where you're coming from. We truly appreciate your feedback as it helps us to improve. 

For more information about our warranty, see fitbit.com/legal/returns-and-warranty.

Feel free to reach out to our Support Team if you have any further questions or concerns regarding the outcome of your case.